Antonia Pauca

Highly motivated and results-oriented Technical Engineer with 3+ years of experience at Dell Inc., providing exceptional remote technical support and resolving complex hardware and software issues. Proven ability to consistently exceed performance targets, manage high-pressure escalations, and drive significant improvements in service quality and customer satisfaction. Eager to leverage technical skills and dedication to excel in a challenging Technical Engineer role.

Jan 2022 - Present, Dell inc. - Technical Engineer / Remote

Responsibilities

• Consistently exceeded key performance indicators (KPIs) including customer satisfaction (achieving a 100% satisfaction rating), time to case resolution (reducing average resolution time by 20%), and tool utilization(98%).
• Generated daily, weekly, and quarterly performance reports for Team Leads, providing data-driven insights that improved team efficiency by 10%.
• Successfully resolved an average of 15+ escalated and complex technical issues per week, minimizing disruption for end-users and maintaining a 98% issue resolution rate.
• Contributed to the development and implementation of two new service quality improvement projects, resulting in a 15% improvement in first-call resolution rates.
• Regularly performed higher-level duties, including:
  • Acting as Admin, managing cases for absent colleagues and reducing backlog by 30%.
  • Serving as Quality Lead, auditing agent calls and cases, and improving customer satisfaction scores by 5%.
  • Fulfilling Team Lead responsibilities, including managing a team of 8 agents and handling manager escalations.
  • Training new staff into the front line role. 

Oct 2021 – Dec 2021, ANT Marketing – Call Agent

Responsibilities

• Responded to customer inquiries via phone and email regarding refunds, exchanges, and delivery times, achieving a 90% customer satisfaction rating.
• Demonstrated effective communication and problem-solving skills, resolving 85% of customer issues on the first call.

2019 – 2022 Sheffield Hallam University – BSc Computing

IELTS Diploma CEFR level C1 - Effective operational proficiency or advanced

2018 – 2019 University of Bolton, Bolton, Greater Manchester – BSc Computing Foundation Year